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Terri-Ann Waschlik

@terri-annwaschlik

Managing accounts, retaining clients, and keeping operations running is what I do. Now taking that into customer success in the technology sector.

Canada

Message

What I'm looking for

I’m looking for a customer success role in tech where I can drive onboarding, retention, and product adoption—using KPI tracking, clear SOPs, and cross-functional coordination to accelerate client growth while coaching teams to high service standards.

I have spent over a decade managing client relationships, building teams, and keeping complex operations running in high-volume, high-accountability environments. My background is in B2B account management and operations — and the through line across every role has been the same: retain clients, follow through on commitments, and make sure nothing falls through the cracks.

My numbers reflect that. 98% client retention through a major company acquisition. 97.6% customer satisfaction in a regulated, public-facing environment. A facility relocation completed in 8 weeks with zero customer complaints and zero service disruption.

I am now making a deliberate move into customer success in the technology sector. The work I have always done — onboarding people to new systems and processes, managing accounts through change, coordinating across teams to deliver on commitments — maps directly to what CSM and onboarding roles require. I bring the experience, the track record, and the work ethic. I am looking for a company where those things matter.

I have hands-on experience with Salesforce and multiple CRM platforms, hold a Project Management Certificate from the University of Alberta, and pick up new tools and systems quickly.

Based in St. Albert, Alberta. Open to fully remote roles across Canada.

Experience

Work history, roles, and key accomplishments

B2B Manager

Staples Canada LLC

Jan 2023 - Jan 2026 (3 years)

Managed a $12M+ B2B service portfolio with KPI tracking and operational planning. Drove 91% customer satisfaction and 98% client retention through the Supreme-to-Staples acquisition transition while ensuring $4M+ in contract/documentation compliance and coaching a six-person team.

Account Management Customer Retention KPI Tracking performance reporting SOP Development Contract Compliance CRM Systems

Branch Operations Manager

Supreme Office Supplies and Furniture

Sep 2022 - Jun 2023 (9 months)

Managed a $6.1M annual account base, maintaining 97% customer satisfaction through proactive issue resolution and staff development. Grew the account base 2.6% year-over-year and led an 8-week facility relocation with zero customer complaints while redeploying 8 employees with 99% retention.

Account Growth Customer Satisfaction Complaint Resolution team development KPI Tracking

Financial Services Manager

Money Mart Financial

Feb 2019 - Sep 2022 (3 years 7 months)

Delivered 97.6% average customer satisfaction and improved client retention by 12% through structured service processes, staff education, and proactive complaint resolution. Increased product utilization by up to 3% annually, maintained compliant customer records for audit readiness, and led daily branch operations in a high-volume environment.

Customer Retention Customer Education Regulatory Compliance Record keeping Operational Management KPI Tracking Risk reduction

Area Manager

Jacent Retail Services

Oct 2013 - Feb 2019 (5 years 4 months)

Directed field operations for 79 retail locations and 15 merchandisers across Northern Alberta and the NWT, achieving 97.3% utilization through labor and time budget management. Delivered certified operational training across Western Canada and completed 45+ store resets under budget while managing large-scale accounts and projects.

Field Operations Team Leadership Training Enablement Budget Management Project Delivery Retail Account Management